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Adding an Agent to a Conference Call

Perform the procedure in this topic to add another agent who is logged in to the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., and whose status is either Available or Working Offline , to a conference call.

shows the Control panel tools you will use to add an agent to a conference call.

To add an agent to a conference call:

  1. Announce to the current caller that you are going to add them to the conference, then in the Control panel click line 2.

    The Agent Console automatically places line 1 button on hold.

  2. Click the Agents tab.

    In the Agents tab, the Agent Console lists the agents currently logged in to the Agent Console whose status is either Available (shown as Waiting in the list) or Working Offline.

  3. In the list of agents, select an agent, then click Dial.

    The Agent Console submits a new phone interaction to the selected agent. After the phone has been answered, the sound of human or recorded voice enables the Join Lines feature.

  4. If you receive the agent's voicemail, click End Call to disconnect the call and return to line 1.
  5. If the agent answers, tell the agent you're adding them to a conference, then click Join Lines.

    The Agent Console connects the agent and you to any conference participants already on line 1.

  6. Click End Call to disconnect from the conference.

    The Agent Console leaves the other parties connected to the conference call.

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